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Unit17

Claims damages

Yoon: And should you have any damage in your items, you must advise us of the relevant informa-
tion within 15 days after receiving the products at the New York port. If ever that happens, you
can be assured that we will do our best to replace the damaged products or pay for the cost of
the damage as stipulated in the contract.
Adams: Wait, you mean we should inform you of any item damage only within 15 days upon receiv-
ing the items? Isn’t that too short? We ordered a big number of items. We might not be able to
check each one for damage within 15 days only. Can we ask for an extension? Please consider
that we have a very big order.
Yoon: We understand your point, but this is the agreement we have sealed with a contract. If you
go over the 15-day period, any possible action regarding the claim will be invalid. We cannot
change that anymore. However, this is something that may not even happen. I assure you that we
will take good care of your items, so that we won’t even have to settle damage claims.
Adams: Yes, I understand that clearly. I should have realized this when we were still preparing the
contract. Anyway, I agree with you. I hope we won’t reach that part.
Yoon: The article of arbitration for desirable solution to settle a claim is stipulated in the contract.
Don’t worry, Mr. Adams. You’re still well protected.
Adams: Great! That’s good to know.

1. What is your policy on damage claims on delivery?

Sample answer:
Well, the damage has to be reported within 15 days. Then, an assigned staff takes care of the
steps involved in the claims process. The damage will be checked and once proven, the costs
will be assessed. We immediately work on refunding for damages.

2. Has any client of yours ever appealed or extended the stipulated period for
damage claims?

Sample answer:
It’s natural for clients to appeal, but we discuss all requests regarding this. If the client has a
point, then we extend the period and include it in the contract. However, once a contract is
signed, we cannot accommodate any changes anymore.

3. Do you plan to enhance your damage claims for your clients?

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